- access to endless learning opportunities.
- As an L1 Support Engineer, you will be responsible for handling, understanding, acknowledging, categorizing, and resolving the user tickets.
- Ensure that all support tickets are updated with the correct and complete information.
- Analyse and troubleshoot a wide range of queries via phone or chat.
- Escalate the incident to the next line of support in case procedure does not exist; Perform knowledge sharing / cross training of applications.
- Maintain interaction quality and adhere to Call Quality standards such as: Initial greeting & Customer acknowledgment, Use of courteous statements, displayed empathy, listening effectively, quality of voice tone and pitch including rate of speech, effective probing questions, use of positive words, ending of call - additional help/thanked, call resolution/outcome, overall professionalism, and call satisfaction.
- Ability to clearly communicate in English, both written and verbal.
- Knowledge of Active Directory and exchange server administration.
- Knowledge of troubleshooting OS issues, viruses, malware, and other issues in windows environment.
- Work experience on various ticketing tools like Jira, SNOW, HP.
- Understanding of the ITIL Framework and related IT Governance.
- Microsoft Windows (7, 10)
- No Shift Constraints
- Experience in Application support.
- Our competitive salary packages feature paid holiday entitlement, pension contribution, private healthcare including dental & optical coverage, life assurance and income protection, laptop and phone, cycle-to-work scheme, exclusive discounts on gym memberships, discounted rates on car leasing options, staff discounts within the larger Tata network, and access to extensive training resources.
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Microsoft Support Engineer - Cheshire, United Kingdom - Tata Consultancy Services
Description
Role:
L1 Support Engineer
Job Type:
Permanent
Join us as an L1 Support Engineer
TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology.
We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide.
For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.
At TCS, we believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity motto is 'Inclusion without Exception'.
You'll find a welcoming culture and many internal volunteering and social networks to join.
Our diversity, inclusion and social activities involve 12 employee networks including LGBTQ+ & Allies, mental health, disability & neurodiversity inclusion and many more, as well as health & wellness initiatives and sports events (we even sponsor the London Marathon).
We are open to all and treat applications equally, regardless of ethnicity, disability, gender identity, gender reassignment, age, sexual orientation, or beliefs.
If you are an applicant who needs a reasonable accommodation due to Disability or Neurodiverse Condition to complete an employment application, or during any phase of the hiring process, please contact us at with the subject line: "Reasonable Accommodation Request".
